Support Technician I

City of Casselberry•City of Casselberry, FL

2d•Onsite

About The Position

The Support Technician I is responsible for providing first line support to end users. This position resolves users’ problems by troubleshooting and resolving hardware, software and connectivity problems. The Support Technician I works independently within established policies and procedures, and supervision consists of general instructions.

Requirements

A minimum of a High School Diploma or GED is required.
A minimum of one (1) year experience in computer technical experience to include troubleshooting is required.
Possession/maintenance of a valid Florida Driver’s license is required.
Florida Department of Law Enforcement background clearance is required.
Knowledge (basic level) of computer science, computer systems, concepts, techniques and operating principles.
Knowledge of current technology and trends of the computer industry.
Knowledge (basic to intermediate level) of how to install, troubleshoot personal computers, peripherals; to include but not limited to printers, telephones, scanners and operating systems.
Knowledge (intermediate to advanced level) of Microsoft Office Suite; including but not limited to Outlook, Word, and Excel.
Knowledge of applicable laws and license requirements affecting work; including but not limited to FDLE, HIPAA, and PCI.
Knowledge of computer and/or network security systems, applications, procedures, and techniques.
Skill in organizing resources and establishing priorities.
Skill in the installation of upgrades to network, workstations, and portables.
Ability to establish and maintain working relationships with other employees and the public.
Ability to communicate technical information to nontechnical personnel.
Ability to train personnel in general application software.
Ability to multitask and manage frequent interruptions.
Ability to install, configure and maintain personal computers, networks and related hardware and software.
Ability to identify and resolve computer system malfunctions and operations problems.
Ability to learn and support new systems and applications.
Ability to operate a motor vehicle.
Ability to establish and maintain effective working relationships with other employees and the public.
Ability to support the mission statement of the City of Casselberry: Committed to protect and enhance the quality of life within its community.
Ability to support the core values of the City of Casselberry.
Ability to support the vision of the City of Casselberry: A vibrant, affordable, diverse, and progressive community where citizens feel safe, enjoy their neighborhoods, and access their city government.

Nice To Haves

An Associate’s Degree in computer science or related field is preferred.
A comparable combination of education and experience may be considered.
Government agency experience preferred.
A comparable combination of education and experience may be considered.
CompTIA A+/N+ certification is preferred.
A Motor Vehicle Record (MVR) check will be made to determine acceptance of past driving record.

Responsibilities

Provides end user support regarding hardware, software and connectivity.
Troubleshoots hardware, software and connectivity malfunctions and provides appropriate solutions.
Answers, evaluates, and prioritizes service requests received via telephone, voicemail, e-mail, and in-person.
Performs diagnostics with user to collect information about problem to determine source of error.
Coordinates with end users and managers to ensure that user requirements are met prior to closing trouble tickets.
Logs and tracks end user technology issues in problem management database and records resolution information.
Partners with external hardware, software and telecommunication providers in resolving data communication problems.
Installs and/or upgrades departmental systems: workstations, networks and portable computers.
Brainstorms with team members to resolve more complex problems and escalates difficult issues to Support Technician II and/or Support Technician III for additional technical support.
Maintains network/workstation user account maintenance, establishes new user access and performs password resets and/or changes.
Maintains confidentiality with regard to the information begin processed, stored or accessed by the end-users on the network.
Performs all duties and responsibilities in a manner consistent with the core values of the City, and consistent with City and Department policies.
Completes the identified required or assigned training timely and applies acquired knowledge and/or skills.
Participates in department meetings, staff meetings and other related activities.
Adheres to laws, regulations and policies of the City and of the assigned Department.
Follows instructions provided by the supervisor, Department Director or their designee.
Follows safe working practices and has a working knowledge of safety practices and procedures.
Maintains, preserves, retains and disposes public records pursuant to FS Chapter 119.
Participates as a member of the City staff as required to take action in the event of an emergency.
Acts in the assigned role to support the City in disaster preparation and/or disaster recovery efforts as described in the City of Casselberry Emergency Management Plan, supervisor or designee.